*Customer Service Specialist*

Position: Customer Service Specialist (2 roles)

Location: Remote/Hybrid: The position is mostly remote, but there are 6 scheduled days in April and could be more based on volume/team needs: Week of 4/8: 4/9 - 4/11 and Week of 4/15: 4/15 - 4/18. Must be available to work an 8-hour shift between 7am - 7pm. This position is primarily remote, and requires being onsite in our Reston, VA office, during peak volume weeks (approximately 5 weeks across the year).

Typical hours: 8:30 am- 6:00 pm ET, (typical shift is 8 hours) M-F; 7:00 am- 7:00 pm on event days.

Job Location - Reston, Virginia, United States of America

Duration: to start ASAP for 3-6 months with potential for extensions
Profile: they seek two strong call center candidates with salesforce experience and education industry as a strong preference. We need candidatetes that are in commutable distance to the Reston office based on hybrid scenario listed above. Strong verbal and written communication experience and professional demeanor.

In this role, you will:

Customer Service (85%)

Be an expert in policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries

Respond to customer inquiries and test day issues via telephone and e-mail in a manner consistent with Client policies, procedures, and competencies

Instruct customers on how to order Client assessments and products

Building relationships across internal customers to meet support needs

Process orders and capture payments from student, educator, and higher education customers

Process billing requests for select lines of business

Manage assigned cases within service level commitment and perform customer follow up as needed

Acknowledge and address all customer inquiries on time

Special Projects and Assignments (15%)

Provide operational readouts and status on customer inquiries and trends within Client and/or externally with customers

Assist with customer outreach for special projects

Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience

Perform other related duties and projects as assigned

About You

You have:

Minimum 1- 2 years customer service experience and ability to handle high volume call and email inquiries

Experience supporting K-12 educational customers, higher education, or unique contractually required support

Solid organizational, time & task management skills that enable you to work within aggressive timelines and with extremely sensitive assessment cases

Flexibility and desire to quickly adapt to new methods and learn new methods and tools

Strong problem-solving ability: able to ask the right questions and identify the proper solutions

A passion for supporting educational and career opportunities for millions of students

Excellent verbal and written communication skills to effectively communicate policies and resolutions

Ability to learn multiple customer service and operational system applications

Knowledge of various tools: Microsoft Office (required), Smartsheets (preferred), Salesforce (preferred)

Associate degree (preferred)